Guest Experience Supervisor (Front Desk, i-Job Program)

About the role

The Guest Experience Supervisor oversees the Front Desk and Guest Services operations at a JW Marriott in Singapore, coordinating daily activities such as check-ins and check-outs, concierge services and guest interactions. The supervisor leads Guest Experience Experts and Operations Experts, ensures adherence to company policies and provides operational support to both teams. The position is full-time and located remotely.

Key responsibilities

• Lead and support the Front Desk and Guest Services teams, including check-in and check-out procedures, group pre-registration and room assignment.
• Handle guest relations: greet guests, resolve issues using brand processes, update guest preferences in the PMS and GXP platforms, and encourage non-members to join Marriott Bonvoy.
• Manage guest requests, assist with luggage, arrange transport and upsell hotel facilities and services.
• Process payments, adjust accounts, count floats and balance receipts.
• Train, coach and mentor hourly staff, assign tasks and monitor quality standards.
• Follow safety and security policies, report accidents and emergencies, and complete required safety training.
• Perform ad hoc duties as assigned.

Required profile

• Professional certificate or NiTEC in any field.
• At least 2 years of experience in a related field, such as hotel front desk.
• Great communication and presentation skills; customer-oriented, well organised and outgoing.
• Able to work rotating shifts and start on short notice.